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We had a bad experience. We booked a 2 queen bed room 2-3 weeks in advance and when we checked in at 4pm, they didn’t have any available. Was told a hockey team had booked them all. They put us in a room with a king bed and pullout. Not a great sleeping arrangement for the 2 on the pullout. Then the pool was closed and no notice was given at all. They were clearly short staffed, but the staff was friendly enough. We had to complain about the noise from the surrounding rooms multiple times. The breakfast was pretty good. We will not stay here again.
The rooms weren’t ready until an hour after check in. When we got to our room there was a man wearing a hazmat suit and spraying the room across the hall from us for what I assume was bed bugs. The pool was out of order and when we got back from dinner the elevator was out of order so we had to climb 4 flights of stairs. And everything in our room has stains on it, the chair, the sheets, etc. DO NOT STAY HERE!
We have found numerous bed bugs (412), stains on sheets in more than one room (414, 421, and 323), one whole shower does not work (412) and trash leftover (422).
In addition to the bed and room issues, the front desk staff member has been rude and dismissive to our complaints, stating he is "exhausted and overworked" and made a joke about the bugs.
NUMEROUS BED BUGS.
STAINS ON SHEETS.
TRASH LEFT IN ROOMS.
STAFF RUDE AND DISMISSIVE.
Molly
Stayed 1 night in Feb 2024
6/10 Okay
Lisa
Traveled with family
Feb 23, 2024
Liked: Staff & service
I thought the hotel smelt a bit musty, I did like the way the breakfast was set up, made for easy movement when there was a lot of people.
Lisa
Stayed 1 night in Feb 2024
10/10 Excellent
Rhonda
Traveled with family
Feb 20, 2024
Liked: Cleanliness, amenities
The bed was comfy! The breakfast was wonderful! My husband can not eat wheat so i so so happy there was breakfast for my husband to eat! The staff was wonderful. So helpful.
Rhonda
Stayed 1 night in Feb 2024
6/10 Okay
alex
Traveled with family
Feb 19, 2024
Disliked: Staff & service
Breakfast was great, especially the person in charge was so kind, organized and welcoming. On the other hand, the person at reception needs a few pointers in manners, civility and people skills. In addition, he was lost, incompetent and wanted to charge us twice for a room already settled in full. Nice try!
The only reason we booked this hotel was for the pool and the pool was down. Their sister hotel down the road had an open pool but it was inconvenient to leave the hotel and drive with our children. We could hear people talking and walking in the rooms around us. The headboard of the bed looked dirty, the seat of the chair in our room was worn down and looked like it needed to be replace. The bath tub was not as clean as I would have liked.
The room which they gave was terrible, the bed was constantly making quirky sounds and very uncomfortable. Very noisy place where people are loud and it clearly can be listen in my room even at 12 they are noisy and front desk haven’t done anything.
The washroom is in pathetic where the exhaust fan was not working. I will never book this hotel via you guys . We need rest but seems wake up tired. Spend $150 for this terrible experience. Also they have taken additional deposit of $50 dollars when will get refund after 3-5 days which is not mentioned when I book the room. It’s vey very bad experience for me and my family.
The staff were outstanding at this property. A few of us were snowed in after an unexpected storm came in which cancelled our flights. The team made sure we had food and that we were comfortable and made sure that we knew that if we needed anything, they were they to help. The rooms were clean, check in process was easy and super convenient as the airport is across the street.
The gentleman managing the breakfast in the morning was first class. He welcomes everyone to breakfast as they arrive and does anything he can to make sure they have what they need.
Was very good and Carl McClain, The driver was very professional and took care of us taking us to the airport and the breakfast was great! Very happy with our stay!
Pillows uncomfortable, dirty shower, no bedding or pillows for pull-out bed, 2 towels for 3 people, no extra toilet paper, no cups in bathroom, no one answered the front desk phone, long wait at front desk for assistance when arriving.
The only negative thing that I could say is when we made the reservations we wanted two rooms together and they said there would be no problem. Hockey tournament came in and then we got moved to separate floors it worked, but it wasn’t ideal.
Jill
Stayed 1 night in Dec 2023
Response from Jennifer H ( GM) on Dec 5, 2023
I truly apologize for the inconvenience, However I do appreciate your feedback and we will continue to improve to give our guest 100% satisfaction
We really enjoyed our stay at the Hampton. The front desk staff Latisha was great. She provided great service that we will be certain to return. The breakfast guy Carl service was also outstanding as well.
Saran
Stayed 2 nights in Nov 2023
Response from Jennifer H ( GM) on Nov 30, 2023
Thank you so much for your feedback. We strive to give our guest a 100% and with feedback like yours we can continue to give our guest the best experience.
The staff at checkin was very nice. She greeted me with a warm smile and friendly interaction. The room was decent. My only complaint is with the housekeeping of this property. The room was not well swept, and the shower definitely needed a good scrubbing with cleaner. If they would pay attention to the corners of the shower, and behind the curtain, they’d see the pinkish/red residue an uncleaned shower gets. Also, please change the shower curtain. The mustiness is very noticeable. Also, the slimy feeling on the bottom of the shower is concerning. I had to use a hand towel to stand on while I showered. Nothing a good scrubbing wouldn’t take care of.
Jasca
Stayed 1 night in Nov 2023
Response from Jennifer H ( GM) on Nov 30, 2023
Thank you so much for your feedback. I do apologize for the Inconvenience regarding your stay and I am personally working with my housekeeping department on the issues. I do wish you would stay with us again to show you 100% satisfaction.
2/10 Terrible
Cindy
Traveled with group
Nov 21, 2023
Liked: Cleanliness, staff & service, room comfort
Bad stay, nice staff. Cars stolen all the time.
Reception girl was doing best she could. Computers were down, didn’t get a room I requested…but she was great. My CAR WAS STOLEN from your parking lot and the reception tells me, while they call the cops, it happens a lot there! Maybe hire security or warn your patrons. Awful. It is your fault for no security or cameras.
Cindy
Stayed 1 night in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank You For your feedback. I am truly sorry for the experience you had here. We are located at a very secure property with cameras As we are a park at your own risk property.We will continue to help you with whatever you need. And Again I truly apologize for the events that occured.
Our door lock did not work, and everytime we would leave the room we would be locked out and unable to get back in, the keycards wouldn’t work because the actual lock was broken. We got multiple different keycards and maintenance came up multiple times and it didn’t work. We were there for 4 days and 3 nights and everytime we left the room (which was on the 4th floor) we would have to go all the way downstairs to the front desk and wait for a front desk associate to come up with us and use a master key to unlock it, and sometimes we would have to wait. There was one really nice and helpful front desk lady however.
Keirsten
Stayed 3 nights in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank you so much for your feedback. We are doing everything we can to improve the situation at hand. I do hope you stay with us again in the future and allow us to make your stay more enjoyable
Really enjoyed our stay, but the hotel is VERY busy. Being so close to the airport you do need to be prepared for people checking in and out at all hours and some noise at night when people are getting ready for their flights. The biggest issue is that there were not enough people working to accommodate this level of activity. We found that staff was great, but overworked and often apologizing as a result.
James
Stayed 2 nights in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank you so much for your feedback. We are working hard on improving our areas that need improvement. Thank you so much and hope you will come back and stay with us
10/10 Excellent
Ellen
Nov 20, 2023
Ellen
Stayed 1 night in Nov 2023
10/10 Excellent
Kaley
Nov 15, 2023
Kaley
Stayed 1 night in Nov 2023
Response from Jennifer H ( GM) on Dec 5, 2023
Thank you so much for your feedback we will continue to give our guest 100% customer satisfaction
This location was noisier than I expected. I understand that it’s by the airport, but the noise was quite loud. There are an estimated 100 flights a day, between 6am to midnight. I wouldn't stay here again. Also didn’t help that the room next door was playing loud music at 10pm (the staff addressed this for us). The staff were friendly, and the room was large. Check in and out we’re easy. Breakfast was typical hotel food. I would recommend bringing your own toilet paper and tissues because the ones supplied are awful.
JACQUELINE
Stayed 2 nights in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank you For your feedback. I truly apologize for your difficult stay with us. We are working on improving in all areas. I do hope you will stay with us again and have a more enjoyable stay
6/10 Okay
D
Traveled with family
Nov 13, 2023
Liked: Staff & service
Nothing like the photos misleading. Great staff
D
Stayed 3 nights in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank you so much for your feedback. We are working hard to improve in all areas.
8/10 Good
Faustine
Nov 13, 2023
The room was clean and big.
Faustine
Stayed 2 nights in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank you so much for your feedback We strive to you 100% satisfaction and 100% customer services
We stayed at the Hampton Inn and Suites on 11-11-23. The Television was not a smart TV so only network TV was available (you cannot use your Netflix or Prime accounts on their TVs. The USB ports in the room were inoperable. I went to the front desk to check on options. They gave me an AC adapter that stopped working and became overheated. Costs $140 per night! At this price I would expect the electrical outlets to function safely. I returned to the front desk and asked that the manager call me. For reference this is Hampton Inn & Suites Buffalo Airport 133 Buell Ave, Buffalo, NY, 14225.
Bruce
Stayed 1 night in Nov 2023
Response from Jennifer H ( GM) on Nov 22, 2023
Thank you so much for your feedback. I am working with my Maintenance team on improving in the much need areas. I do hope you will comeback and have a more enjoyable stay.
Thank you so much for the positive feedback. We will continue to provide our guest with 100% customer service
6/10 Okay
Margarita
Traveled with partner
Nov 7, 2023
Liked: Amenities
It was close to the airport. What was an inconvenience was that they had no internet service, phone service not TV service. We didn't have keys for our rooms, so every time we would go out we would have to saks the front desk person to let us back into the room when we came back..
Margarita
Stayed 1 night in Nov 2023
Response from Jennifer on Nov 9, 2023
Thank you for staying with us at the Hampton Inn & Suites Buffalo Airport! We truly apologize for the inconvenience you faced during your stay. We completely understand your frustration. Please know we worked all weekend to rectify the situation. We look forward to welcoming you back again soon!
Bathroom was not cleaned and dirty towels left in there. Water pressure was horrible. Hallway had crumbs and dirt all over.
Ahalam
Stayed 2 nights in Nov 2023
Response from Jennifer on Nov 9, 2023
Thank you for staying with us at the Hampton Inn & Suites Buffalo Airport! Thank you for bringing this to our attention, we truly thank you for taking the time to provide us with this value feedback so we can share it with our team and improve to ensure this does not happen again. We look forward to welcoming you back again soon!
There was no WIFI. The room was extremely noisy and not exceptionally clean.
Laura
Stayed 1 night in Nov 2023
Response from Jennifer on Nov 9, 2023
Thank you for staying with us at the Hampton Inn & Suites Buffalo Airport! We truly apologize for the inconvenience you experienced with the WIFI outage we experience during your stay. We certainly be looking into sound proofing and appreciate you bringing this concern to our attention. We will be addressing our housekeeping team. Thank you for your valuable feedback. We look forward to welcoming you back again soon!